Due to our recent growth, medaptus is seeking an energetic and motivated Support Analyst to become a part of our award-winning support organization. This individual will be a first-line contact for our customer base to respond to questions that come in via phone or email with the goal to resolve as many calls on the first conversation as possible.  For the calls that cannot be answered on first contact, the support analyst will be responsible for gathering details from the client and routing calls to the proper support team member for resolution.

Principal Responsibilities

• The analyst is responsible for tracking cases through our CRM and ensuring clients are updated through the life cycle of the support call, ultimately to issue resolution.
• The Support Analyst must possess excellent communication skills, be able to gather information from our software end users and be able to pass that information onto other support or development resources.
• There is a requirement of off business hours, including weekends, support coverage on a rotating basis.

Key Competencies

• High energy and appropriate sense of urgency to support timely sales deliverables
• Excellent problem-solving skills and a “can do,” self-starter attitude
• Effective verbal and written communication skills
• Ability to balance multiple projects/activities via effective prioritization of one’s workload
• Demonstrated interest in career growth and continuous on-the-job learning
• Strong team player with effective cooperative and collaborative spirit

Experience/Education

• BS or Associates Degree in Computer Science, MIS, or equivalent course work
• Ability to work in a team environment that includes cross department representatives from both development, support, and deployment staffs
• Strong attention to detail
• Understanding HIS or Practice Management Systems usage/functionality a plus
• Experience with MS SQl/MYSQL query development
• Experience with Javascript a plus
• Experience in NetSuite or another CRM a plus
• MS Word / Excel / Visio / Project a plus

The business analyst  will work directly with customers, medaptus development and support teams, and company leadership to help drive the continued growth and success of the medaptus product line.  We’re currently searching for an energetic, strategically minded individual to take our user experience, analytic and reporting capabilities, and processes to the next level.  The ideal candidate will have experience understanding workflows and management decision making in healthcare settings and will also have experience in building analytic reports, management dashboards, and similar decision support tools.  The business analyst must interact frequently with developers, business stakeholders, system architects, and users; therefore, superior communication skills are essential.

Principal Responsibilities

• Develop product requirements and acceptance criteria for enhancements to ensure maximum usability
• Author and update internal and external documentation
• Perform, evaluate, and communicate thorough quality assurance at every stage of development
• Define reporting and analytic requirements for internal and external personas and work directly with IT to validate supporting data structure

Key Competencies

• High energy and appropriate sense of urgency to support timely sales deliverables
• Excellent problem-solving skills and a “can do,” self-starter attitude
• Effective verbal and written communication skills
• Ability to balance multiple projects/activities via effective prioritization of one’s workload
• Demonstrated interest in career growth and continuous on-the-job learning
• Strong team player with effective cooperative and collaborative spirit
• Available for occasional overnight travel

Experience/Education

• Bachelor’s degree or equivalent work experience in a relevant field (e.g. computer science, IT, business, finance, operations, research and statistics, healthcare, etc.)
• 2+ years of proven experience in an analytics and systems development capacity as a product owner or business analyst.
• Familiarity with SQL language and a thorough understanding of functional database design.
• Proven analytical abilities
• Practical experience generating process documentation and reports
• Excellent communicator with the ability to translate data into actionable insights
• Self-starter with a strong work ethic